Frequently Asked Questions 2 Door Handing 3 Z

49707 / 01
Troubleshooting and FAQ Guide
Technical Support
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1
Frequently Asked Questions
2
2
Door Handing
3
3
Z-Wave/ZigBee Communication
8
4
Keypad10
5
Battery11
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Frequently Asked Questions
How long will the lock operate on a set of
batteries?
I replaced my batteries less than a year ago
and need to replace them again.
Based on 10 operations per day, a single, new set of Alkaline batteries
will operate the lock for over a year.
Check your door alignment. If the deadbolt makes several unsuccessful
attempts to lock or unlock the door, it may mean that the door is warped
and the latch does not line up correctly with the strike. Operating the
lock excessively reduces battery life. Avoid turning on the keypad light
unnecessarily.
What type of batteries do you recommend?
For best results, use new non-rechargeable Alkaline batteries only.
What settings should I use to get the
maximum battery life out of my lock?
I am planning to be away for several months.
Will my lock operate when I get back?
Set switches #1, #2, and #3 to the OFF position.
When the system is idling, it consumes minimum power (very close to
battery shelf life.) With alkaline batteries, the lock should be operable
after years of idle.
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Door Handing
A The lock jams and the turnpiece does not rotate smoothly.
The door handing process was not executed
during installation.
The deadbolt latch and strike are misaligned,
causing the latch to bind.
Perform the door handing process in the Installation Guide.
Adjust the tang of the lower strike (for your knob or lever) to help align
the upper latch and strike so that the latch bolt enters the strike when
the door is locked. If this does not help, adjust the position of the upper
strike.
The hole in the door is misaligned.
Disassemble the lock, and reinstall it without the adapter ring on the
exterior side of the door.
The lower latch and lower strike (for your knob
or lever) are misaligned, putting too much
load on the deadbolt latch.
The wrong deadbolt latch is installed.
As a test, rotate the turnpiece on the deadbolt so the latch is retracted
(unlocked), and close the door. If you have to push, pull or lift the door to
get it to close, make one or more of the following adjustments:
SmartCode deadbolts require a tapered latch bolt for ease of operation.
If the latch being used is from an older lock, it will likely not have a
tapered latch bolt. Remove the lock from the door, including the old
latch. Replace with the new latch and reinstall the lock.
• Tighten your hinge screws.
• Adjust your stop molding.
• Make sure your lower spring latch engages with the center of its
strike.
• Make sure your strike opening is free of obstruction.
The hole in the door frame for the latch bolt is
not drilled deep enough.
Make sure the hole in the door frame is drilled at least 1” (25 mm) deep.
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49707 / 01
The latch is installed upside down.
A quick way to tell that the latch is upside down is to look at the face of
the cylinder. If it is upside down, the latch is installed upside down.
Remove the entire lock assembly from the door, including the latch.
Reinstall the latch, making sure the word “UP” faces upward.
180°
R einstall the lock. If the turnpiece does not align with the torque blade,
rotate the turnpiece 180° clockwise (you will need to use force when
rotating the turnpiece, and you will hear it click).
Perform the door handing process once the lock is fully installed.
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The mounting plate is placing tension on the
torque blade.
Attempt to lock and unlock the door with the key. If it is unable to rotate,
remove the interior assembly from the mounting plate. Test the key
again. If it is still unable to rotate, loosen the screws on the mounting
plate and reposition the plate so there is no tension on the cylinder
torque blade. Make sure the latch bolt can operate smoothly with the key
and reinstall the interior assembly.
The clutch is disengaged.
Remove the interior assembly from the door. Verify that the lock can be
operated smoothly with the key while the interior is removed. Attempt
to rotate the turnpiece on the interior assembly. If it does not rotate
smoothly, the clutch has become disengaged. Simply rotate the turnpiece
180° clockwise (you will need to use force when rotating the turnpiece,
and you will hear it click). This will re-engage the clutch. Reinstall the
interior assembly on the door.
180°
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B The Status LED is solid red after the door handing process.
The lock interior is not mounted perpendicular
to the ground.
The battery level is too low.
Use a fresh set of batteries, and perform the door handing process again.
Remount lock interior assembly as illustrated in the Installation Guide.
The latch and strike are misaligned, causing
the latch to bind.
The hole in the door is misaligned.
Disassemble the lock, and reinstall it without the adapter ring on the
exterior side of the door.
If you have not already done so, perform the door handing process while
the door is open. If it is successful only when the door is open, the latch
and strike are not aligned as they should be. Ensure door preparation is
in accordance with the door drilling instructions, available online.
The latch is installed upside down.
See page 4.
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C The deadbolt latch does not extend or retract on its own during
the door handing process.
The door handing process was not performed
correctly.
The keypad is unresponsive.
Make sure switch #3 is on. Use a fresh set of batteries and perform
the door handing process. If the latch does not extend or retract, and
the lock does not beep, press each individual key on the keypad (one
at a time) and listen for beeping sound. If no beeping is heard, this is a
keypad error. Contact Technical Support for further troubleshooting.
Make sure to press and hold the Lock button until the battery pack is
fully inserted into the interior assembly and the latch bolt starts to move
on its own.
The latch is installed upside down.
See page 4.
The mounting plate is placing tension on the
torque blade.
See page 5.
The clutch is disengaged.
See page 5.
The latch and strike are misaligned, causing
the latch to bind.
If you have not already done so, perform the door handing process while
the door is open. If it is successful only when the door is open, the latch
and strike are not aligned as they should be. Ensure door preparation is
in accordance with the door drilling instructions, available online.
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Z-Wave/ZigBee Communication
A The lock fails to include at the controller.
The lock was not excluded from another
network before being included in the new
network.
Note: Some locks have an anti-tamper alarm that will sound if the
interior is disconnect from the exterior. If this alarm is heard, perform the
following:
Perform the exclusion process to remove it from any other network.
Then, perform the inclusion process again.
a. Remove the battery pack from the interior.
b. Remove the exterior assembly from the door.
c. Connect the cable from the exterior to the interior.
The lock is not close enough to the controller.
d. Reinstall the battery pack.
Some Z-wave controllers require that the lock be 12” away from the
controller during the inclusion process. If the lock has already been
installed on the door, remove the interior assembly from the mounting
plate. Make sure the batteries are installed, and bring the interior
assembly next to the controller. Initiate the inclusion process at the
controller. The lock may need to remain stationary for 60 seconds during
inclusion.
e. Perform the inclusion process while the interior and exterior are
connected.
12"
305 mm
12"
305 mm
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Z-Wave
Controller
Z-Wave
Controller
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B I can see the lock in my controller, but I can’t control it from the controller.
There are no repeaters in the system.
does not communicate, perform the exclusion process. Then, perform
the inclusion process again. If the problem persists, add a repeater if
none presently exist in the system.
Adding repeaters to your system may help communication between your
lock and the controller, especially if they are far away from each other.
The light module or switch is not beaming
capable.
The repeaters were moved.
If any repeaters in the system were moved since adding the lock to
the system, perform the “rediscover” process in your system’s user
interface.
Ensure that the light module or switch in use is beaming capable.
The lock is in sleep mode.
If the lock has been unable to communicate with the controller after
multiple attempts, it will go into sleep mode. Lock and unlock the door
with a key so that the lock status transmits to the controller. If it still
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Keypad
A The keypad is unresponsive.
Keypad error test
Install a fresh set of batteries and turn switch #3 to the ON position. Test
each button on the keypad (one at a time) and listen for a beep on each
button press. If beeping is not heard on all buttons, contact Technical
Support for further troubleshooting.
B The Lock button does not lock the door.
No user codes are programmed.
The latch is installed upside down.
If there are no codes in the lock, the lock button will not lock the door.
Program at least one user code and test the Lock button again.
See page 4.
The mounting plate is placing tension on the
torque blade.
The door handing process was not executed.
See page 5.
Perform the door handing process, following the instructions inside the
installation guide.
The clutch is disengaged.
See page 5.
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Battery
A The batteries drain within one day.
The lock must be replaced. Contact Technical Support.
B The batteries drain within one week.
Keypad error.
The Wireless Card LEDs are staying on.
See “Keypad error test” on page 10.
Remove the battery pack, press and hold the program button for five
seconds. Replace the battery pack. If the Wireless Card LEDs continue
to stay on, contact Technical Support.
C The batteries drain within a few weeks.
The Z-Wave/ZigBee user interface falsely
reports a low battery.
The Z-Wave/ZigBee controller’s
communication with the lock is draining the
battery.
If you receive an alert from your Z-Wave/ZigBee system indicating that
the battery is low, confirm this is true at the lock. Turn on switch #1 so
that the status LED flashes every six seconds. If the LEDs turn amber or
green, followed by a red flash, the battery is low. If the red flash is not
seen, the battery is not low. This is an error on the controller side that
will often be fixed when the lock is manually locked or unlocked.
Exclude the lock from the controller. Put a new set of batteries in the
lock. Operate the lock in stand-alone mode for a week. If the batteries
drain within the week, the problem resides in the lock. If the batteries do
not drain, the problem may be the controller. Call Technical Support.
The Z-Wave/ZigBee controller’s ping
frequency is too high.
Decrease the ping frequency from the controller to the lock to the lowest
possible setting.
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